The Four Service Truths: Case Studies

Truth #1: You can't be good at everything

Invest your resources strategically. Underperform on the dimensions your customers value least so that you can overperform on the dimensions they value most. …

Truth #2: Someone has to pay for it

Service excellence must be funded in some way. Either find a palatable way to charge your customers more, reduce costs while improving your service experience, or get customers to do some of the work for you. …

Truth #3: It's not your employees' fault

Design a system that sets up everyone -- even your average employees — to excel as a matter of routine …                                                                  

Truth #4: You must manage your customers

Your service customers "work" for you in many of the same ways your employees do, so you need to manage their behavior strategically. Design a system that sets up your customers to succeed operationally. …